MNC Global Customer Manager Grow Japan

MNC Global Customer Manager Grow Japan

Role Title: 

MNC Global Customer Manager Grow Japan

Location

: Can be located anywhere in Europe 

Overall Role Purpose: 

Develop and seek organic growth with special focus on Japanese customers outside and within Japan within agreed customer target portfolio on a regional/global level. Take accountability for the overall customer relationship and achieve profitable growth through proactive & strategic thinking.

Reports to: 

Head of MNC Europe, dotted line to Head of Sales Europe

Differentiator

• Conduct market / customer evaluation to define strategic target business opportunities
• Collaborate within internal Stakeholders of your unit and other DHL units to achieve a strong growth plan/actions
• Conduct regular strategic relationship reviews with the active portfolio customers
• Prepare & update customer strategies & customer account plans (CAP) accurately and on time
• Make sure the CAPs are understood, used & updated by all team members in different regions/ countries as basis for account management
• Conduct at least quarterly alignment calls with Grow Japan team and all regional/ country KAMs responsible for the account

Tasks and responsibilities

1)         Pre-Sales

• Thoroughly build & maintain relationship with the customer on a strategic & operational level 
• Stay closely aligned with other account managers for the customer (country KAMs, RKAM, CRM, x-BU)
• Ensure regular visits with key decision makers/ influencers in respective region/ as CRM in all regions 
• Gather, listen and analyze the business challenges of the customer in the region/ as CRM globally to develop compelling solutions for them; engage sponsors/ sector heads/ others when needed 
• Drive growth targets by managing a healthy pipeline and proactive thinking
• Drive assigned accounts with a true global mindset, ensuring all opportunities around the globe are captured
• Initiate, plan & execute customer events to foster relationship building where suitable
• Lead and direct regional and country resources in relationship building and targeting of opportunities
• Align pipeline with CRM 

2)         RFQ/ opportunity related

• Own and drive the tender process, ensuring there is a decision making capacity at all times and the final product is commercially viable
• Develop solution design in close alignment with product & other functional teams (e.g. IT)
• Review & sanity check pricing & completed customer templates as prepared by RFQ team prior to submission
• Prepare and align presentation(s) to support the internal tender process
• Review standard narratives for proposal by RFQ team
• Create presentation & finalize RFQ document
• Drive negotiation & finalization of contract and align with relevant internal decision makers
• Participate in debrief analysis if required
• Fully support other global or regional RFQs along all stages of the process to best ability  
• Ensure there is a common understanding of service expectations and solutions, both with the customer, the implementation teams and all countries involved
• Oversee handover & implementation activities (driven by implementation teams) to meet customer expectations (SLAs and SOPs)

3)         Account management

• Decide when problems need to be escalated & make sure escalation happens in a timely manner 
• Identify & initiate process improvement initiatives jointly with the customer or internally
• Provide guidance to after-sales manager (if applicable) on standard after-sales activities (e.g. Reporting) and make sure customer experience with DHL is consistent & of a high standard 
• Check monthly customer KPI analysis & reports
• Own preparation of customer QBRs & conduct QBR meetings

4)         Sales performance management

• Make sure that data in CRM tool & CAP is up to date
• Participate in sales performance reviews on account level & implement corrective actions
• Regularly review customer performance reports with internal stakeholders and initiate corrective actions in case data quality issues have been identified

5)         Project development & marketing

• Constantly build market & customer intelligence in line with procedures of respective growth area
• Collect and consolidate customer intelligence & ensure that the knowledge is spread to other regions and countries as well as x-BU where appropriate
• Work with the Sector teams to develop and expand the Community
• Support project initiatives & events

5) Growth across selected countries in Europe

• With focus on BC customers run data analytics and market evaluation. Define comprehensive growth plan for selected countries and target customers
• Review and share growth plan/ target lists within your organization and across the globe. Where needed ensure an aligned x-BU customer approach
• Get early buy-in of different stakeholder in your organization to ensure successful implementation of growth plan and new customer onboarding (impat, product, IT, senior mgt. )

Profile

• Japanese language proficiency is a must have
• High degree of self-confidence, initiative and commitment to customer satisfaction and commercial success
• Strong communication, selling & influencing skills (internally + externally)
• Ability to gain access to multiple executive-level customer decision makers
• Strong in internal + external networking; team player
• Leadership skill to run virtual teams without direct authority
• Consultative & strategic attitude
• Drive to growth with existing and new customers
• Positive & entrepreneurial spirit 
• Solid business development & logistics knowledge
• Excellent English skills, both verbal & written
• Solid MS Office skills: Excel, Word, PowerPoint
• Cross-cultural competence 
• "First Choice" Bronze + Accelerate certification (supplementary)
• 8-10 years in logistics & preferably account management experience
• Degree in Business/ Logistics/Supply Chain (preferred)
• Willing & capable to travel, as role requires

https://careers.dhl.com/eu/nl